CCaaS system feature matrix

Each feature name links to the page that documents it.

✓ supported · x not supported · N/A doesn't apply to this channel (for example, hold musicHold Music – A media file specified by Administrators to be played to the customers in a voice call while they are put on hold by agents. for email). Rows in a channel category (Chat, Webchat, Email, Voice) use N/A for the other channels.

Feature name	Chat	Email	Voice	Short description
AI - Bot attachment support	✓	✓	N/A	Chat and email bots read images sent by customers, or pass attachments to an external system.
AI - Bot data collection	✓	✓	✓	Bots collect and validate the data they need (text, number, choice or yes/no) before handing the conversation on.
AI - Bot decision trace	✓	✓	✓	Step-by-step view of each bot answer: the prompts, knowledge base searches and integration calls behind it.
AI - Bot tools (API & JavaScript)	✓	✓	✓	Bots call your APIs or JavaScript written in the portal to look up data or run tasks.
AI - Chat & email translation	✓	✓	N/A	Inbound chats and emails are translated between the customer's language and the agent's language.
AI - Conversation categorization	✓	✓	✓	Automatically categorize a conversation based on pre-defined categories and subcategories using AI. Calls can be categorized from the live transcript.
AI - Conversational bots	✓	✓	✓	LLM-based conversational bots for chat, email and voice workflows.
AI - Custom voice bots	N/A	N/A	✓	Connect your own voice AI to voice workflows, with workflow variables passed in and out.
AI - Draft mode	x	✓	N/A	Email bots write a draft reply that an agent reviews before it's sent to the customer.
AI - Human handoff	✓	✓	✓	Conversational bots hand conversations to a human agent, with the data they collected.
AI - Knowledge bases	✓	✓	✓	Knowledge bases for conversational bots and Agent Assist, with a Markdown editor, CSV import and links to up to 10 other knowledge bases.
AI - Live call transcription	N/A	N/A	✓	Live transcript of the call for the agent, with or without translation.
AI - Live call translation	N/A	N/A	✓	Translate inbound and ad hoc outbound calls in real time between the customer's language and the agent's spoken languages.
AI - Live translation for external contact centers	N/A	N/A	✓	Workflow node that translates live between a caller and an agent working in another contact center.
AI - Live translation providers	✓	✓	✓	Configurable providers. Calls: STT (Azure, Google, Soniox), TTS (Azure, ElevenLabs) and translation engines (Azure, Amazon, DeepL). Chats and emails: translation engines (Azure, Amazon, DeepL).
AI - Multiple bots orchestration	✓	✓	✓	Support for multiple conversational bots in a single flow.
AI - Next best action (Agent Assist)	x	x	✓	Suggested answers from the knowledge base during inbound and translated calls, with shortcuts and quick responses. For chat, see Chat - Suggested answers.
AI - Recording transcription	N/A	N/A	✓	Transcribe call recordings with a language profile, set for the tenant or per workflow path.
AI - Reply enhancer	✓	x	N/A	AI rephrases the agent's chat reply before it's sent: changes its tone or formality, or extends it.
AI - Speech recognition fine-tuning	N/A	N/A	✓	Improve speech recognition for live translation and voice bots with key-phrase vocabularies and regex text manipulation; control how text-to-speech reads digits.
AI - Summarization	✓	✓	✓	AI summaries of conversations for agents and supervisors, and AI-written task notes at wrap-up.
AI - Voice bot languages & providers	N/A	N/A	✓	Multilingual voice bots with a choice of voice models. STT: Azure, Google, Soniox, Speechmatics. TTS: Azure, ElevenLabs.
API - Agents	✓	✓	✓	Add, look up, change and remove agents from your own systems.
API - Call management	N/A	N/A	✓	Start an outbound call for an agent, or remove an agent from an active call.
API - Campaign management	N/A	N/A	✓	Add, track and cancel outbound campaign records, for example from your CRM or database, with duplicate detection.
API - Conversation history	✓	✓	N/A	Retrieve the full message history and summaries of chat and email conversations. For calls, see API - Voice transcripts.
API - Customers	✓	✓	✓	Bulk import customer records to keep them in sync with your CRM, ERP or other systems.
API - Knowledge bases	✓	✓	✓	Add up to 1,000 question-and-answer entries to a knowledge base in one request, or clear it.
API - Realtime reports	✓	✓	✓	Real-time queue and agent performance data for your own dashboards.
API - Restricted numbers	N/A	N/A	✓	Manage the do-not-call list from your own systems.
API - Service hooks	✓	✓	✓	Notify your systems of abandoned conversations, closed tasks and outbound calls; set per tenant with exceptions per channel.
API - Voice transcripts	N/A	N/A	✓	Retrieve structured call transcripts: who spoke, what they said and when.
Agent Management - Agent workspaces	✓	✓	✓	Settings per queue: completion codes with sub-codes, wrap-up and RONA overrides, hold music, contact directory, layout and case fields.
Agent Management - Application layout	✓	✓	✓	Control the vertical split ratio between the conversation controls and customer related data per queue to improve the agent experience.
Agent Management - Attributes	✓	✓	✓	View all attributes in one place; bulk change levels, enable, disable or remove them for agents.
Agent Management - Auto answer	✓	✓	✓	Calls are answered automatically, after an optional delay, for the tenant or per agent workspace. Chats and emails are accepted automatically when RONA is turned off.
Agent Management - Bulk create/edit/delete	✓	✓	✓	Bulk add, edit or delete agents for quick operations. Includes skill assignment.
Agent Management - Configurable breaks	✓	✓	✓	Configure break codes for the tenant or per business unit, with an optional duration for each. Agents become available when the break timer elapses.
Agent Management - Mandatory completion code	✓	✓	✓	Force agents to select a completion code before completing their tasks. Can be breached by the wrap-up timer.
Agent Management - Mobile Agent	x	x	✓	Mobile web app for front-line or travelling agents: answer inbound calls, see voice task history and call customers back. Installable as an app icon.
Agent Management - Parallel tasks thresholds	✓	✓	✓	Control how many tasks of each media type agents handle in parallel, with per-agent overrides. Only 1 voice call at a time can be handled, but agents can still handle other media types.
Agent Management - RONA timeout	✓	✓	✓	Tasks missed or rejected by agents return to the queue, and the agent moves to a dedicated RONA break, trackable in reports. Mandatory for voice, optional for chat and email.
Agent Management - Teams	✓	✓	✓	Group agents and queues; teams control what agents and supervisors see.
Agent Management - Wrap up timer	✓	✓	✓	Control the time spent by agents in wrap up by auto closing tasks breaching the threshold. Optionally allow agents to reset the wrap-up timer.
Chat - Collaborative scenarios	✓	N/A	N/A	Transfer to queue, transfer to agent are supported.
Chat - Digital channels	✓	N/A	N/A	Inbound Instagram DM, Facebook Messenger, Viber, WhatsApp and Infobip SMS.
Chat - Suggested answers	✓	N/A	N/A	Agent next best action support for chat using QnA knowledge base.
Chat - Templates	✓	N/A	N/A	Configured canned responses for usage in the agent application by the agents.
Chat - Workflow	✓	N/A	N/A	Modern flow designer for chat conversations with send message, customer identification, menu selection, conversational bots, JavaScript, custom integrations, queues, CSAT, opening hours and more.
Customers - Activity history	✓	✓	✓	Timeline of a customer's conversations with transcripts, summaries and completion codes.
Customers - Blacklist	✓	✓	✓	Ban unwanted interactions from bad-faith actors. Not available for unauthenticated webchat.
Customers - Built-in CRM	✓	✓	✓	Built-in mini-CRM allowing customer profile management with built-in fields plus up to 20 custom fields, with support for create, update, delete, CSV import and export.
Customers - Case Management	✓	✓	✓	Built-in ticketing: cases with custom fields and statuses that agents can link to tasks or work on in lookup.
Email - Collaborative scenarios	N/A	✓	N/A	Transfer emails to a queue, agent or channel, and forward emails.
Email - Data extraction node	N/A	✓	N/A	Extract values from the email subject or body into workflow variables with regex rules.
Email - Forward node	N/A	✓	N/A	Forward emails from the workflow, with attachments and an optional template.
Email - General	N/A	✓	N/A	Inbound and outbound email over Exchange Online or IMAP/SMTP, with draft autosave.
Email - Language detection & routing	N/A	✓	N/A	Detect the language of an email to route it and reply with the matching template language.
Email - Multi-language templates	N/A	✓	N/A	Email templates in up to 10 languages, with one fallback language; the workflow picks the language.
Email - Signatures	N/A	✓	N/A	Rich signatures per email channel, with agent fields such as name and job title.
Email - Templates	N/A	✓	N/A	Configure rich email templates, with attachments, to be used by the agents, AI conversational bot or auto-reply.
Email - Workflows	N/A	✓	N/A	Modern flow designer for email conversations with auto-reply, conversational bots, data extraction, language detection, forwarding, custom integrations, queues, opening hours and more.
General - AI Generated QnA	✓	x	x	When a QnA bot can't answer a question, AI generates new question-and-answer entries from the transcript for an administrator to review.
General - Attachments	✓	✓	N/A	Send and receive files of the supported types, up to 20 MB per message; choose which file types webchat customers can upload.
General - Business Units	✓	✓	✓	Segregate company domains in multiple business units within the same tenant, each with its own breaks, retention, recording, custom fields and restricted numbers. Reports are filtered by business unit.
General - Calendar events	✓	✓	✓	One-time and recurring events, such as holidays, used for routing in workflows.
General - Contact directories	x	✓	✓	Custom phone books for agents, assigned through agent workspaces.
General - Customer satisfaction surveys	✓	✓	✓	CSAT nodes in voice and chat workflows; a survey in email templates.
General - Dynamics CRM connector	✓	✓	✓	Support for handling conversations in the Dynamics CRM through the CRM connector with screen pop, click to dial, activity logging and custom field mapping.
General - Follow-up reminders	✓	✓	N/A	Wait for the customer's reply, send reminders and close inactive conversations, in email and chat workflows.
General - iFrames & Scripting	✓	✓	✓	Support for agent scripting & custom pages for conversations, and Agent Apps that agents open as tasks.
General - JavaScript workflow node	✓	✓	✓	Run your own JavaScript in voice, chat and email workflows.
General - QnA Bots	✓	x	x	Legacy: question answering integration with Microsoft Language Studio, for webchat, Viber and Facebook Messenger. For new setups, use Knowledge bases and Conversational bots.
General - Quality Management	✓	✓	✓	Use the built-in scripts to evaluate the quality of an agent task. Support for score, email notification and agent review.
General - Salesforce CRM connector	✓	x	✓	Support for handling conversations in the Salesforce CRM through the CRM connector with screen pop, click to dial, activity logging and custom field mapping.
General - Send email from calls and chats	✓	N/A	✓	Agents email the customer from a voice, chat or campaign task; the Send email node does the same from voice and chat workflows.
General - Service Now CRM connector	✓	x	✓	Support for handling conversations in the ServiceNow CRM through the CRM connector with screen pop, click to dial and activity logging.
Historical Reports - Conversations	✓	✓	✓	Analyze conversation details, playback calls, view & summarize transcripts through the portal Conversation reports.
Historical Reports - CSV export & sharing	✓	✓	✓	Export task and conversation history to CSV; share a link to a conversation.
Historical Reports - Insights	✓	✓	✓	View conversation insights, such as CSAT, Traffic distribution and conversation categorization.
Historical Reports - oData feed	✓	✓	✓	Build highly custom reports with the raw data provided through the OData feed.
Historical Reports - Power BI template	✓	✓	✓	Ready-made Power BI report on the OData feed: agents, calls, queues, emails, chats, bots and campaigns.
Historical Reports - Tasks	✓	✓	✓	Analyze agent task performance, play back recordings and review quality evaluations through the portal's Task reports.
IT & Compliance - Audit log	✓	✓	✓	Changes in the tenant are tracked.
IT & Compliance - Customizable RBAC	✓	✓	✓	IT Admins can create & configure custom access using role based access control.
IT & Compliance - Retention policy	✓	✓	✓	Dedicated retention policies for data & recordings, for the tenant or per business unit.
Queues - Automatic task distribution	✓	✓	✓	Distribute tasks to agents from the queue automatically.
Queues - Callback	N/A	N/A	✓	Callback offered in the queue, scheduled by agents or from anywhere in the workflow, with alternative number, voicemail and duplicate detection.
Queues - Cherry picking tasks	✓	✓	✓	Agents can manually pick their tasks from the queue, or in hybrid mode alongside automatic distribution.
Queues - Estimated Wait Time	x	x	✓	Stream the estimated wait time to the customer waiting in queue.
Queues - Hold music	N/A	N/A	✓	Hold music for the tenant, with an override per agent workspace; in-queue music through queue treatments.
Queues - Position in queue	✓	x	✓	Stream the current position in the queue to the customer. Chat: webchat only.
Queues - Preferred agent routing	✓	✓	✓	Allow agents to mark themselves as preferred for a customer and instruct the queue to route customers to their preferred agent.
Queues - Queue treatments	✓	N/A	✓	What customers get while they wait: messages, music, position, wait time and a callback offer. Chat: webchat only.
Queues - Reject queue attempts	✓	✓	✓	Optionally reject queuing attempts if the queue size limit is reached, no agent logged in, no staffed agent available etc.
Queues - SLA thresholds & routing	✓	✓	✓	Configurable SLA threshold per queue, optionally enable SLA based routing.
Realtime Reports - Agents	✓	✓	✓	Agent performance dashboard, highlighting their own, their team and their queue performance.
Realtime Reports - APIs	✓	✓	✓	Wallboard feed with real-time data for wallboards, and the Realtime reports API for programmatic use.
Realtime Reports - Bot reports	✓	✓	✓	Analyze the bot performance in realtime for the current day.
Realtime Reports - Queues	✓	✓	✓	Analyze the queue performance in realtime for the current day.
Realtime Reports - Supervisor	✓	x	✓	Monitor, whisper, barge into agent live conversation for coaching and quality assessment. Live QM support included.
Realtime Reports - Teams	✓	✓	✓	Analyze group of agents bundled in a reporting team performance.
Voice - Agent greetings & announcements	N/A	N/A	✓	Automatic greeting when the agent answers, and recorded announcements agents play on demand.
Voice - Campaigns	N/A	N/A	✓	Preview, predictive and callback outbound campaigns with custom fields, multiple numbers per record, record suspension and rescheduling.
Voice - Channels & alternative numbers	N/A	N/A	✓	Phone number management: alternative numbers, trunk selection and business hours per channel.
Voice - Collaborative scenarios	N/A	N/A	✓	Blind transfers, consultative transfers & conferences to queues, agents, internal contacts (Entra ID or your own directory), contact directories or external numbers.
Voice - General	N/A	N/A	✓	Support for inbound and outbound voice calls.
Voice - Recordings	N/A	N/A	✓	Customizable recording behavior compliant with regulations.
Voice - Restricted numbers	N/A	N/A	✓	Do not call list to comply with regulations and customer wishes for voice calls, for the tenant and per business unit.
Voice - Voicemail	N/A	N/A	✓	Voicemail in voice workflows; supervisors play, share and read transcripts of voicemails.
Voice - Workflow campaigns	N/A	N/A	✓	Outbound campaigns run by a voice workflow, with conversational bots and integrations.
Voice - Workflow TTS: Azure, ElevenLabs, Soniox	N/A	N/A	✓	Text-to-speech for dynamic, multilingual workflow messages in voice conversations.
Voice - Workflows	N/A	N/A	✓	Modern flow designer for voice conversations with support opening hours, queues, announcements, IVR, CSAT, time based redirects, external transfers and more.
Webchat - APIs	✓	N/A	N/A	Widget APIs to pass data into the workflow and control visible messages.
Webchat - Customer tracking & Outbound	✓	N/A	N/A	Track customers browsing the pages where the webchat widget is embedded and allow agents to start outbound chats with them.
Webchat - Customization	✓	N/A	N/A	Support for advanced widget color schemes and customizations, with widget text in 8 languages.
Webchat - Inbound	✓	N/A	N/A	Support for inbound webchat.
Webchat - Customer presence	✓	N/A	N/A	Agents see whether the customer is active, inactive or offline.
Webchat - Pre-conversation messages	✓	N/A	N/A	Greet customers with pre-conversation messages designed to grab their attention.
Webchat - Read receipts	✓	N/A	N/A	Agents see whether each message was sent, delivered or seen by the customer.
Webchat - Returning customer history	✓	N/A	N/A	Returning customers see their conversation history from the last 30 days.
Webchat - Transcript download	✓	N/A	N/A	Customers download the conversation as a text file, or a zip file with the attachments; can be turned off per channel.
Webchat - Trusted Domains	✓	N/A	N/A	Ensure the widget cannot be embedded in any other website than the configured one preventing malicious impersonation.
Webchat - Web calls	✓	N/A	N/A	Agents turn a chat into a voice call, with video and screen share.